Customer Service Representative

Welch Packaging Group; Elkhart (IN); On-site; USD 32,000 - 48,000; Full time

Job summary

Welch Packaging Group is seeking a Customer Service Representative to engage with customers, answer inquiries by phone or email, and support sales teams. The role requires maintaining Amtech records, ensuring accurate order processing, and building strong customer relationships in a fast-paced manufacturing environment.

Ideal candidates will have a High School Diploma, strong written and verbal communication, and the ability to navigate customer portals.

Qualifications

• High School Diploma or Equivalent Required
• Experience using Amtech ERP system
• Ability to use email communication
• Ability to learn and navigate customer web portals
• Align with Welch Core Values
• Strong communication, organization, and detail orientation

Responsibilities

• Escalating queries to the Customer Service Manager
• Enter all orders following checkpoints and acknowledge within 24 hours
• Create and maintain customer information in Amtech
• Maintain customer item specs
• Ensure customer satisfaction with products/services
• Enter customer complaints and short pays in Amtech
• Coordinate customer pickups of defective products with shipping
• Support and deliver The Ultimate Corrugated Experience to customers
• Build and maintain relationships with customers and Territory Managers
• Main internal contact for Sales
• Inform customers of late/partial shipments to resolve
• Manage customer inventory levels
• Generate and maintain quotes distributed by Sales
• Qualify order due dates for short lead time orders and monitor machine hours/plant loading
• Other duties as assigned

Skills

Communication

Organization

Attention to detail

Problem solving

Time management

Education

High School Diploma

Tools

Amtech

Job description

Description

SUMMARY

Customer Service Representative is responsible for engaging with customers on behalf of their company. Their duties include answering phone calls or emails from customers to answer questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best help customers.

KEY RESPONSIBILITIES

• Escalating queries and concerns to the Customer Service Manager.
• Enter all orders following the six checkpoints to avoid PO issues and send acknowledgement to customer within 24 hours.
• Create and maintain correct customer information in Customer Master field in Amtech.
• Maintain customer item specs.
• Ensure that customers are satisfied with products or services.
• Enter customer complaints and short pays in Amtech.
• Coordinate customer pickups of defective products with shipping
• Supports and delivers The Ultimate Corrugated Experience to all customers internal and external.
• Effectively build and maintain relationships with customers and Territory Managers
• Main internal point of contact for Sales
• Proactively inform customer of late/partial shipments to determine resolution.
• Manage & maintain customer inventory levels.
• Generate and maintain quotes that are distributed by Sales Rep to the customer.
• Qualify order due dates for short lead time orders and monitor machine hours and plant loading for booking purposes.
• Other duties as assigned.

REQUIREMENTS/QUALIFICATIONS

Education:

• High School Diploma or Equivalent Required

Experience

• Functioning user of Amtech operating system.
• Ability to use email communication.
• Ability to learn and navigate customer web portals.
• Align with Welch Core Values
• Good communication skills, organized, detail oriented, positive attitude, optimistic.

SPECIFIC KNOWLEDGE, SKILLS OR ABILITIES

• Strong written and oral communication.
• Organization and attention to detail.
• Analytical and problem-solving skills.
• Time management.
• Systems analysis.
• Mathematical and deductive reasoning.
• Critical thinking.

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job with or without reasonable accommodation.

The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.

Physical Requirements:

• Sit and stand as needed.
• May require walking on a level surface for periods throughout the day.
• Reaching above shoulders, below waist and lifting as required to file documents or store materials.
• Lifting to 25 lbs.

Work Environment:

• Typical office setting
• May require you to enter a manufacturing environment that requires proper PPE including safety shoes, safety glasses and hearing protection.
• Manufacturing environment may be loud, hot/cold depending on season.

Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.

Welch Packaging is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran